Shocking customer care from Outsurance

On 2 October my daughter and her boyfriend had a fender bender in the car they borrowed from my son.

Outsurance was called and the car was towed. Initially to the wrong yard and misplaced. It was found the next week, but several days before an assessor went to see it to approve the claim.

The claim was eventually approved on the 11th of October, 9 days later.

However, the panel beaters made a mistake in their quote, and quoted on parts that were not available and therefore needed to amend the quote and have new approval issued.

There were further delays and the new approval was provide on the 19th of October. This is now 17 days after the crash.

During this time Patricia who was supposed to be my claims manager was almost impossible to get hold of. She took several days to return calls or emails.

I requested a hire car, which is not part of my policy, I am aware, but as at least 2 weeks of delays were caused by poor communication and handling of the situation by both Outsurance and the Panel beaters.

Several consultants said they will get back to me on the matter, and no one did. I give it 2 days between calls.

Yesterday I spoke to a rather condescending 'team leader' Ronald Sanjivi who promised to get back to me in writing by today. 24 hours later he had not.

I queried this in writing and the response was " The Panelbeaters have been experiencing loadshedding and their phone was on voicemail so we could not get an update on the repairs.

I have just gotten a hold of them and they advised they are still waiting for the parts to be delivered. "

This was not at any time the querie. I am in touch with the panel beaters and understand that the new parts will only arrive mid-November.

My question has consistently been whether Outsurance can please provide a hire car as delays of approximately 2 weeks was caused by the company itself.

I feel like I'm talking to a brick wall. No one there seems to take it seriously.

No one gets back to me.

When I follow up I need to start the entire explanation again as the previous person is not available or didn't make a note.

I get the feeling that due to Covid people are just getting away with taking less responsibility and communication is increasingly poor.

Outsurance was known for how engaged and well trained their staff were. Clearly the pandemic has changed this. Hopefully they will look at staff engagement again but it is a pitty that it comes at the high cost of poor public image.